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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Pharmacy Operations, including PBM Workflows and Pharmacy Claims Processing, while effectively leading and coaching Pharmacy Technicians in a high-volume environment. Upholds HIPAA Compliance and utilizes data-driven insights to enhance team performance and operational efficiency.
Highest-signal resume keywords
Pharmacy Operations ManagementTeam LeadershipData Analysis for Performance ImprovementHIPAA ComplianceCoaching and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Pharmacy Claims ProcessingPBM WorkflowsPerformance Metrics MonitoringQuality MonitoringOnboarding Coordination
Soft Skills
Problem-SolvingCommunication SkillsDetail-OrientedOrganizational SkillsTeam Motivation
Certifications & Qualifications
Nationally Certified Pharmacy TechnicianState Licensure or Registration
Industry Keywords
Healthcare Contact CenterRetail PharmacyService Level PerformanceNPS Survey ProgramsRegulatory Compliance
About the role
Key responsibilities & impact- Provide day-to-day supervision and support for Pharmacy Technicians and Leads as their direct supervisor
- Manage timecards, monitor schedules, track attendance, and oversee individual performance
- Partner with Workforce Management to adjust staffing and queue assignments
- Maintain service level performance and optimize team productivity
- Help implement and refine Care Team workflows
- Conduct structured feedback conversations and coach team members
- Monitor performance metrics, identify trends, and support action plans
- Participate in quality monitoring and NPS survey programs
- Assist with onboarding new clients and coordinate with internal stakeholders
- Monitor call or chat activity and resolve or escalate emerging issues
- Maintain knowledge base materials, standard operating procedures, and training documentation
- Apply understanding of PBM workflows, pharmacy claims processing, and industry terminology
- Participate in management-directed special projects
- Support cross-training across phone and chat
- Uphold HIPAA, regulatory, and privacy compliance
Requirements
What you’ll need- Bachelor's degree preferred or equivalent work experience
- Nationally Certified Pharmacy Technician preferred
- State licensure or registration required where applicable by law
- 3+ years of experience in a healthcare contact center, retail pharmacy, PBM, or pharmacy operations setting
- Experience as a people leader, having previously led teams of pharmacy technicians preferred
- Proven ability to coach, motivate, and support frontline team members in a high-volume, service-driven environment
- Comfortable balancing team performance metrics with individual development and engagement
- Strong problem-solving skills
- Skilled at using data to identify trends, support team improvements, and drive operational efficiency
- Excellent verbal and written communication skills
- Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced setting
- Familiarity with pharmacy claims, PBM systems, and HIPAA/privacy requirements preferred
Benefits
Comp & perks- Bonus
- Equity
- Equal Opportunity Employer
- Inclusive culture where differences are celebrated